How Coca-Cola Adds Life to Contact Center Employee Engagement2018-11-08T15:56:11+00:00

How Coca-Cola® Adds Life to Contact Center Employee Engagement

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PRESENTERS

Joachim "Joe" Rogers of Coca-Cola

Joachim “Joe” Rogers

Senior Director – Customer Care Center: Coca-Cola Bottling Co. Consolidated (CCBCC) in Charlotte, North Carolina

President, Call Center Coach and Certified Emotional Intelligence practitioner. Host of the Fast Leader Show podcast.

What we’ll cover in this training seminar…

  • Three main focus areas with direct impact on your culture

  • Strategies to build employee buy-in and ownership

  • The Leadership style that drives contact center success

  • How to create the right environment so employees thrive

  • Tips and techniques to overcome barriers between leaders and employees

  • The most important components of communication

  • 7 essential elements driving leadership everyday

  • Examples of employee-led engagement teams

  • The 3 C’s of a successful Contact Center

Attend and learn how to get and keep employees engaged and wanting to work for you.

How Coca-Cola® Adds Life to Contact Center Employee Engagement

Coca-Cola Contact Center Best Employee Engagement PracticesFor many, managing morale and employee engagement in a contact center is a complete mystery. One thing that can magnify its complexity is due in part to the transient perception of roles and the strong desire to micromanage agents.

Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Consolidated to learn about steps you can take to find your way and add life to your culture making your contact center a desired destination.

Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Explore with Joe the subtle changes that you can make (and ask your agents to commit) which will make your contact center world-class.

Seminar Leaders

Joachim “Joe” Rogers is Senior Director – Customer Care Center for Coca-Cola Bottling Co. Consolidated (CCBCC), the nation’s largest independent Coca-Cola bottler. Joe currently heads Coca-Cola’s Inside Sales and Service team with that business-to-business sales and reactive service calls to over 77,000 CCBCC customers. Prior to Coke, Joe served as a Director in Individual Client Services at TIAA, a Fortune 100 financial services company. His area provided investment guidance and customer service to customers worldwide. In 2016, he and his wife launched the Amani Marie Foundation, a non-profit organization focused on economic mobility in the Charlotte, NC community.

Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. He’s a certified Emotional Intelligence practitioner and former call center supervisor and a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), Advisory Board Member for CX University, and an ICMI Top 50 Thought Leader and CX Influencer with IQPC. Jim has authored nine ebooks regarding contact center quality, employee engagement, and customer-focused leadership development. He is a frequent speaker at industry events and is a featured contributor to Customer Think, ICMI, Contact Center Pipeline, CCW Digital, and has been published and referenced in numerous trade publications and articles.